Security Systems News - Brandon Savagehttp://securitysystemsnews.com/taxonomy/term/6200
enESX rounduphttp://securitysystemsnews.com/blog/esx-roundup
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<div class="field-item even" property="schema:author dc:creator">Leif Kothe</div>
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<div class="field-item even" property="schema:datePublished dc:created"><span class="date-display-single" property="schema:datePublished dc:created" datatype="xsd:dateTime" content="2014-06-25T00:00:00-04:00">06/25/2014</span></div>
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<div class="field-item even" property="schema:articleBody content:encoded"> <p>With ESX 2014 in the rearview mirror, I wanted to combine some of my experiences into one summarizing blog of an event rich in educational seminars and insightful speakers. Here are some of the sights and sounds, in more or less chronological order:</p>
<p>How, in 2014 and beyond, does a security company remain relevant? That’s the question Safeguard Security CEO <strong>John Jennings</strong> addressed at the ESA eye-opener breakfast, urging audience members to free themselves from outmoded ways of doing and thinking about business.</p>
<p>Titled “Dinosaurs, Woolly Mammoths, Saber tooth tigers and you,” the presentation very directly explored strategies to help security companies avoid becoming, well, extinct. His recommendations? Promoting unorthodox perspectives, challenging the obvious and fostering divergent ideas. He encouraged listeners to emulate the disruptive, risk-taking attitudes prevalent in the tech startup culture—first by considering failure not as an endgame, but as an occasional and even necessary obstacle along the pathway to better ideas.</p>
<p>Jennings also told attendees to ask the tough questions about their businesses, and to be uncompromising about having employees who both perform in the field and elevate the atmosphere in the office.</p>
<p>Strategic planning, Jennings noted, can be relegated to the dustbin of history. In an industry so rapidly evolving and so hard to predict, such projects no longer constitute a good use of time. Oh, and organizational charts? Those can go too. Divisions between personnel need no longer be so neatly divided or even hierarchical, as leaders should aim to pool ideas from all levels of their management structure.</p>
<p>Jennings also made a persuasive and rather funny case for doing away with the term “central station.” “Central station—really?!” he asked with half-serious outrage. He then asked if anyone outside the industry actually knows what a central station is. He’s got a point. There’s something a little unsleek and Star Trek-y about the phrase. And that’s misleading; the facilities I’ve visited are nothing if not sleek.</p>
<p>In the afternoon I moderated a seminar featuring <strong>Tom Szell</strong>, SVP, ADS Security, <strong>Mike Bodnar</strong>, president, Security Partners, and <strong>Brandon Savage</strong>, SVP customer experience and operations at My Alarm Center/Alarm Capital Alliance. It was a good mix of perspectives, and the trio wasn’t shy about proposing some forward-thinking ideas. Savage urged attendees to make customer support not just a differentiator but the key differentiator at their companies. Szell affirmed that the interactive services revolution is an enormous positive for the industry, but said the next imperative is figuring out how to provide top-notch support for this ever-expanding array of services. With respect to the hiring and training process, Mike Bodnar encouraged attendees to identify people with the right mix of hard and soft skills, and added that the demand for operators with those characteristics is only going to increase.</p>
<p>From a monitoring standpoint, the panelists left no stone unturned: PERS, mobile PERS, installer apps, subscriber apps, the ASAP to PSAP program, customer surveys, video verification, and interactive services and the new expectations for customer support they’ve produced.</p>
<p>In the latter part of the session, the audience members posed some superb questions as well. Some asked how to extend the life of PERS accounts or how to develop the most effective and informative customer surveys. Others asked about the threat of DIY / MIY systems and how best to cope with broader market awareness of these systems.</p>
<p>The ESX show floor kicks into full gear Wednesday. I plan to be there the next two days and to make a point of getting to as many of the educational seminars as possible. </p>
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<p><strong>DAY 2 - ESX 2014</strong></p>
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<p>It had the feel of a seminar anyone in the monitoring space needed to hear. Moderated by <strong>Don Childers</strong>, COO of Security Central, the panel titled “IP, the Central Station and All that Jazz” got down to the brass tacks of what it takes to be a monitoring company in 2014. One of the ruling themes: You need to honestly assess the strengths and weaknesses of your monitoring company now to determine how well suited or not it is to be reliable hub of IP signals.</p>
<p>The panelist lineup included <strong>Sascha Kylau</strong>, VP central station solutions and services, OneTel; <strong>Morgan Hertel</strong>, VP of operations at Rapid Response Monitoring; and <strong>Mark McCall</strong>, director of IT, Security Central.</p>
<p>The “Internet of Things” movement was broached early in the session, with Kylau mentioning some possibilities for monitoring that might have seemed farfetched a few years ago but that now seem totally plausible. Pet tracking, mobile medical monitoring, mobile tracking, geo fencing, aggregating information from household appliances—Kylau touched on all these possibilities. Some of these services, such as PERS, are already well-established streams of RMR for some monitoring companies, and only stand to become more mainstream in the years ahead.</p>
<p>The panelists agreed that investing in quality ISPs and bandwidth will pay off in the long run. Hertel noted that during Hurricane Sandy, Rapid Response was hit was an astonishing rate of signals for two weeks straight. With such taxing scenarios in mind, he advised monitoring companies to invest in reliable, first-rate ISPs, and to work closely with automation providers to ensure their company can accommodate IP traffic in any set of circumstances. To that point, McCall added that it’s crucial to invest in a network monitoring platform that tracks signal information and informs you when the IP firewall is about to max out.</p>
<p>The panelists didn’t just discuss the equipment investments in the central station IP domain. They also touched on the human capital aspect of the business, which is evolving in proportion to the technology. Hertel said Rapid Response now employs a 25-person IT and software development team.</p>
<p>Later in the day I caught up with <strong>Jeremy Mclerran</strong>, director of marketing at Qolsys. The company’s big news at the show was the launch of its new user interface intended to make the customer experience more consistent and sleek. To that end, the new look is a rousing success; it’s an uncluttered, clean, visually appealing interface. McLerran explained that Qolsys is so closely integrated with Alarm.com that remodeling the company’s own interface to make it closer in alignment with that platform’s look and feel “just made sense.”</p>
<p>Though the new look features flat, monochromatic icons, McLerran pointed out that the changes aren’t just cosmetic. The company’s intent was to design a “forward-compatible” panel that interoperates with a host of wireless radios and has a slew of home control functionalities already embedded. Qolsys also managed to elicit some guffaws with its anonymous banner ads adorning the escalators: “1980 called. It wants its panel back.” The banners also encouraged industry members to take a deep breath and “just say no” to rubber button keypads.</p>
<p>In the afternoon I met with <strong>Dave Mayne</strong>, VP of marketing at Resolution Products, which today announced the release of its new Helix panel, scheduled to ship everywhere in December. Mayne said the panel reflects Resolution’s goal of creating a panel that reduces the amount of time dealers need to spend servicing accounts, while giving them a pathway to adding new home control functions. The Helix employs software and interactive services from SecureNet. It will ship to a select group of early adopters in July, he said.</p>
<p>I also spoke with <strong>Kirk MacDowell</strong>, VP sales, intrusion-Americas, at Interlogix, about the company’s recent acquisition of Ultra High Speed, a technology provider of telecommunications infrastructure equipment. The move expands the company’s global intrusion portfolio in the residential and small- to medium-sized retail verticals. A big draw, MacDowell said, was that UHS was a “proven, developed and launched” service.</p>
<p>First thing tomorrow morning I’ll be attending the ESX Rise and Shine breakfast, where I’ll be listening closely to what some of the new entrants to the industry have to say about their go-to-market strategies and their vision for the security industry of tomorrow. I’m eager for this session, and from what I’ve heard from attendees, I’m not alone. I expect to see few if any empty seats.</p>
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<p><strong>Day 3 - ESX 2014</strong></p>
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<p>The final day of ESX began with a highly anticipated panel moderated by ESX chair <strong>George De Marco</strong>. The panel was intended to showcase how some of the new security entrants envision the direction of the industry.</p>
<p>The lineup included <strong>Adam Mayer</strong>, VP strategy and new business development, Time Warner Cable; <strong>Gene LaNois</strong>, GM, Nest Labs, Pro Channel; and <strong>Mike Hackett</strong>, VP sales and marketing, Qolsys.</p>
<p>De Marco did not refrain from asking the tough questions, or in other words, the questions the audience wanted to hear. In view of Google-owned Nest recently acquiring Dropcam, he asked LaNois if he thought third-party monitoring centers and installers would remain crucial components of security, or if DIY systems would factor them out of the equation. The response from LaNois, and from the other panelists who chimed in, were not exactly discouraging for installers or monitoring personnel. Yes, both LaNois and Mayer agreed the DIY market was poised to take off. But they also agreed that for more complex integration projects, installers will still be in high demand, and will continue to play a major role in shaping the industry moving forward. The key takeaways of the panel were that lifestyle services and monitored security can and will share a symbiotic relationship, and that DIY systems, while a threat to central station RMR, are not necessarily going to destroy the entire central station model. If anything, they might just modify it.</p>
<p>After the seminar I caught up with Telguard’s <strong>Shawn Welsh</strong>, VP marketing and business development, and <strong>Pamela Benke</strong>, director of marketing, to discuss the company’s new cellular alarm communicator for CDMA networks, the TG-1 Express CDMA. Welsh said the product goes along way toward expanding the company’s residential reach, turning rural or hilly regions, where cellular coverage can be spotty, into more viable zones for Telguard’s services. Compatible with Verizon’s 3G/4G wireless networks, the CDMA alternative is being marketed as a replacement to soon-to-be obsolete GSM products. Telguard is making the product eligible for the company’s Upgrade Incentive Program, which allows dealers to receive $25 for replacing GSM units.</p>
<p>On my final day at ESX, I got wind that the Partnership for Priority Video Alarm Response met its ESX deadline for developing video verification best practices. <strong>Mark McCall</strong>, IT director at Security Central, <strong>Keith Jentoft</strong>, president at Videofied-RSI Technologies, and <strong>Peter Tallman</strong>, program manager at Underwriters Laboratories shed some light on their roles in the process, and on the numeric threat evaluation criteria outlined in the new recommendations.</p> </div>
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<span property="dc:title" content="ESX roundup" class="rdf-meta element-hidden"></span>Wed, 25 Jun 2014 12:15:23 +0000Leif Kothe17591 at http://securitysystemsnews.comhttp://securitysystemsnews.com/blog/esx-roundup#commentsTalking keypads and panels with Brandon Savagehttp://securitysystemsnews.com/article/talking-keypads-and-panels-brandon-savage
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<div class="field-item even" property="schema:datePublished dc:date"><span class="date-display-single" property="schema:datePublished dc:date" datatype="xsd:dateTime" content="2014-06-11T00:00:00-04:00">06/11/2014</span></div>
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<div class="field-item even" rel="schema:author dc:creator">Leif Kothe</div>
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<div class="field-item even" property="schema:articleBody content:encoded"> <p>NEWTOWN SQUARE, Pa.—While in college at Brigham Young University, Brandon Savage, senior VP of customer experience and operations, Alarm Capital Alliance, was introduced by one of his professors to Chad Christofferson, who had won the business school’s entrepreneur of the year award for his startup company, SafeHome Security. Christofferson recruited Savage to work for SafeHome to design their customer relationship management system, and he eventually became a full-time employee.</p>
<p>“Over the next few years, I had a front row seat as the summer sales/door-knocking segment of our industry exploded in growth out of Provo, Utah,” he told Security Systems News.</p>
<p>In addition to working closely with some of the pioneers of the summer sales model, Savage also got to work for Bay Alarm and observe the ways a more traditional security company becomes successful.</p>
<p>Savage now works at Alarm Capital Alliance. Here’s how he manages security at home.</p>
<p><strong>What kind of security system do you have?</strong><br />Before I moved to Philadelphia last year, my Utah home had a 2GIG Go!Control panel with smoke detectors, a smart thermostat, Kwikset door lock, lighting automation, several image sensors and Alarm.com video cameras. I was managing the supply chain team at Vivint when Vivint launched the Go!Control panel in 2010 and was always able to get a hold of the latest and greatest equipment to install and test before they launched it companywide. Since moving to Philly, I’ve tested several different manufacturers’ latest panels, but currently have a desk-mounted Qolsys IQ Panel in my home with the LiftMaster garage door integration, smoke detectors, CO detectors, an image sensor, IQ Smart Socket and a Yale door lock.</p>
<p><strong>Why this particular setup?</strong><br />I’m a strong believer in interactive services and after witnessing firsthand at Vivint how 2GIG’s product disrupted the industry, I’m always eager to experiment with the latest innovative equipment that’s about to be released. I’m always interested in seeing improvements to the customer experience and user interfaces, not only for our end users, but also for our wide variety of technical partners we have in the field. Any product that can make installation quicker and easier and minimize truck rolls has a huge ROI for us.</p>
<p><strong>What is one aspect of your security system you wouldn’t want to live without?</strong><br />The ability to interact with my system through my iPhone. There’s not a day that goes by that I’m not getting a notification or checking on my house through my phone. I’ve always been a huge fan of Alarm.com and their feature set. They’ve always been pushing and pulling their competitors in that space, and it’s been enjoyable to see everybody raise their game to improve that part of the security offering.</p>
<p><strong>Where do you see security going next? What are some big technological trends?</strong><br />It’s been fascinating to watch some of the hardware “outsiders” create some very innovative products in the home automation space. With Google’s acquisition and large-scale marketing of Nest, I think there is much more innovation to come. I also think the growth of the DIY segment is intriguing and should help raise the tide for market penetration within our industry. As smartphone adoption reaches saturation in the U.S., I believe that interactive services will continue to become more attractive to customers and become the leading factor in both reason to buy and reason to stay. As an industry, we need to continue to innovate behind the scenes in areas that the customer doesn’t necessarily see or we will become ripe for disruption. Areas that need more support, attention and focus include CSAA’s ASAP to PSAP initiative and developing a nationwide, accurate PSAP geo-database to verify and ensure that we are always using and updating the correct dispatch numbers for our customers.</p> </div>
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<span property="dc:title" content="Talking keypads and panels with Brandon Savage" class="rdf-meta element-hidden"></span>Wed, 11 Jun 2014 16:17:05 +0000Leif Kothe17565 at http://securitysystemsnews.comhttp://securitysystemsnews.com/article/talking-keypads-and-panels-brandon-savage#commentsESX draws a crowd in Nashvillehttp://securitysystemsnews.com/blog/esx-draws-crowd-nashville
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<div class="field-item even" property="schema:author dc:creator">Martha Entwistle</div>
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<div class="field-item even" property="schema:datePublished dc:created"><span class="date-display-single" property="schema:datePublished dc:created" datatype="xsd:dateTime" content="2013-06-26T00:00:00-04:00">06/26/2013</span></div>
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<div class="field-item even" property="schema:articleBody content:encoded"> <p>The ESX show, now in its sixth year, returned to Nashville this year for the third time but this year, it was in a new, very nice venue, the Music City Center.</p>
<p>The center’s musical instrument-inspired design is really beautiful. And the trade show floor and classrooms were easy to find.</p>
<p>The center had literally been open for only two weeks before ESX, so we’ll give facility managers a little time to fix two things: the building needs more consistent wifi throughout (maybe a vendor will sponsor a hot spot next year); and, it needs more food vendors--at least one with some healthy food.</p>
<p>ESX reports that there were 3,000 registrants and nearly 200 exhibitors at the show this year. Most vendors I spoke to reported good traffic at the show, especially on Wednesday.</p>
<p>I was at the SSN Booth/ESX Experience stage doing video interviews for most of time that the floor was open. We were on the far side at the front of the floor and there was plenty of traffic.</p>
<p>The aisles were wider than usual, so while there were definitely more people walking the floor than last year, there was more space on the floor as well. </p>
<p>A new addition to our booth this year was the Twitter Wall, which was a giant scrolling screen of #ESX2013 tweets. Tim Purpura (SSN group publisher) coordinated with sponsor Interlogix to offer prizes to tweeters for the duration of the show. </p>
<p>We had two big prizes. Each time someone tweeted using the #ESX2013 hashtag, they were entered into a drawing for an iPad Mini. Brandon Savage @biff_savage won that prize.</p>
<p>I chose the winner of a second iPad Mini, the #ESX2013 “MVT” (Most Valuable Tweeter). The prize went to Erica Wood, @TheSecurityGirl, who is one tireless tweeter!</p>
<p>Among the interesting events at the show was a speech given by Michael Kehoe, Newtown, Conn. police chief and a first responder at the Sandy Hook Elementary School during the December shooting.</p>
<p>Kehoe that the Sandy Hook Elementary School was among the safest in the country, with regular safety drills and a security system in place.</p>
<p>People are starting to look at school security differently now. “Security is an issue in every school, and it’s really everyone’s business,” he said. </p>
<p>He lauded the Electronic Security Association for its work in drafting “The Electronic Security Guidelines for Schools” a new resource for school officials that are considering adding electronic security systems to new or existing schools. The guidelines were announced at the luncheon and can be downloaded for free at <a href="http://www.ESAweb.org">www.ESAweb.org</a>.</p>
<p>Put together by panel of experts led by David Koenig of Capital Fire and Security of Madison, Wisc, the guidelines aim to help schools create a security plan and outlines steps such as: threat assessment, procurement types, contractor selection, how systems affect schools, equipment types, and system use. The guidelines also address community involvement in schools.</p>
<p>ESA is distributing the guidelines to schools across the country. </p>
<p>Kehoe called the ESA guidelines the “perfect blueprint” for school administrators and school boards.</p>
<p>I have much more, which I will report on later, about from the show, including my panel discussion “Financing and Debt Options for your Company,” which featured sage advice from Robert Chefitz of Egis Capital Partners, Jeff Kessler from Imperial Capital, and Jennifer Holloway from The PrivateBank.</p>
<p>One more item about the show floor, which didn’t walk as much as I would have liked.</p>
<p>I only did one ISC West-style booth visit at the Honeywell, which by the way, won the “best overall” category for ESX’s Maximum Impact Awards for its LYNX Touch 5100, </p>
<p>The LYNX Touch 5100 is “a full-color touchscreen with graphic icons and intuitive prompts that enables garage door notification, tornado alerts for U.S. and Canadian residents, Z-Wave home automation capabilities and advanced alarm communications. The Z-Wave connectivity module lets installers integrate security, lighting, thermostats and more—for local and remote control.”</p>
<p>The other winners are below: <br />-Best Access Control/ID Systems: Access Control System Linear: Linear eMerge E3-Series<br />-Best Access Control/ID Systems: Keypads DMP: Graphic Touchscreen Keypad<br />-Best Accessories &amp; Aids: Dealer Company Software DICE Corporation: Matrix Mobile Vivid<br />-Best Accessories &amp; Aids: Mobile Applications Monitronics: eContract<br />-Best Alarm Equipment: Alarm Signal Transmission Equipment ipDatatel, LLC: Cellular Broadband Alarm Transceiver<br />-Best Alarm Equipment: Annunciators, Bells, Sirens, Strobes Cooper Notification: Exceder LED Speaker Strobes and Speakers<br />-Best Alarm Equipment: Enhanced Video Alarm Videofied-RSI Video Technologies: Indoor Motion Viewer<br />-Best Alarm Equipment: Fire/Smoke/Gas Detectors System Sensor: i4 Series Combination CO/Smoke Detector<br />-Best Alarm Equipment: Interactive Services Telguard: Telguard HomeControl<br />-Best Alarm Equipment: Intrusion Alarm Control Panels Honeywell Security Group: Tuxedo Touch<br />-Best Alarm Equipment: Intrusion Detection System Xtralis: IntrusionTrace PLUS<br />-Best Alarm Equipment: Intrusion Sensors/Detectors Xtralis: ADPRO PRO Intelligent Passive Infrared Detectors<br />-Best Alarm Equipment: PERS Hardware Telguard: MXD3G<br />-Best Alarm Equipment: Wireless Alarm Systems Honeywell Security Group: LYNX Touch 5100<br />-Best Central Station Equipment: Central Station Software Bold Technologies, Ltd.: Dashboard<br />-Best Central Station Equipment: Remote Video Monitoring Equipment/Software I-View Now: I-View Now Guard Tours<br />-Best Security Robotics: Robotic Technology Vigilant Robots: Vigilus Mobile Camera Platform<br />-Best Services: Alarm Monitoring KeepYourIp, Inc.: KeepYourIP<br />-Best Services: Dealer Financial Services AlarmBiller by Perennial Software: AlarmBiller<br />-Best Services: Dealer Marketing Services Netsertive, Inc.: Digital Extend<br />-Best Services: Security as a Service (SaaS) Axis Communications: ASG Video powered by Secure-I &amp; Axis AVHS Platform<br />-Best Services: Video Monitoring Services I-View Now: I-View Now Version 2.0 <br />-Best Video Security: Digital Recording Systems Interlogix: TruVision NVR 50<br />-Best Video Security: IP Cameras Axis Communications: AXIS P12 Network Camera Series<br />-Best Video Security: Video Surveillance System Smartvue Corporation: Smartvue S9Q Cloud Surveillance Server</p> </div>
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<span property="dc:title" content="ESX draws a crowd in Nashville" class="rdf-meta element-hidden"></span>Wed, 26 Jun 2013 19:17:02 +0000SSN Editor16590 at http://securitysystemsnews.comhttp://securitysystemsnews.com/blog/esx-draws-crowd-nashville#commentsNeed lower attrition? Balance price and valuehttp://securitysystemsnews.com/article/need-lower-attrition-balance-price-and-value
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<div class="field-item even">Analyzing customers’ habits can be the key to long-term retention, says Devcon’s Brandon Savage</div>
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<div class="field-item even" property="schema:datePublished dc:date"><span class="date-display-single" property="schema:datePublished dc:date" datatype="xsd:dateTime" content="2013-05-07T00:00:00-04:00">05/07/2013</span></div>
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<div class="field-item even" rel="schema:author dc:creator">Rich Miller</div>
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<div class="field-item even" property="schema:articleBody content:encoded"> <p>YARMOUTH, Maine—When it comes to alarm services, customers can choose packages ranging from a Pinto to a Ferrari. If you’re lucky, they’ll pony up for a Ferrari. But will they get their money’s worth by putting it through its paces?</p>
<p>The answer can reveal a lot about patterns of usage, which in turn can serve as a barometer for how much alarm customers should be charged—and the chances of keeping them for the long haul.</p>
<p>“Usage is a proxy for value, and by monitoring it we can start to match price to the value that the customer is experiencing,” said Brandon Savage, senior vice president of customer experience for Devcon Security. “We can use that [information] to help reduce attrition.”</p>
<p>Savage delivered his message during “Matching Price with Value: Moving Attrition to Retention,” a recent webinar hosted by the Central Station Alarm Association. Analyzing the habits of customers can lead to more effective pricing and increased RMR, but he said the point is lost on many alarm companies.</p>
<p>Responding to a question about whether $35 a month is too much to charge for monitoring services, he rolled out the auto analogy.</p>
<p>“For digital monitoring or for two-way monitoring with fully interactive services?” he asked, referencing Pinto vs. Ferrari. “Thirty-five dollars may be on the high side for digital monitoring, but it may be on the low side for fully interactive. The real question is, is the customer who is driving the Ferrari using that premium service, or are they just letting it sit in the driveway?”</p>
<p>To find out, Savage said alarm companies can use an RFM (recency, frequency and monetary value) analysis. By plotting on a graph how recently and how often customers are using their systems, companies can determine how to better serve them and which products to offer.</p>
<p>“The customer who is more recent will be of more value to you,” he said. “One with less recency is on the bottom side of the curve and you need to be doing outreach to get them to use their system more.”</p>
<p>Savage used a blue line on a graph to represent high-use customers, a green line for low-use customers and a red line for the fees being charged. He said the attrition rate for high-use customers is typically lower than for low-use customers.</p>
<p>“The blue line shows customers who are experiencing more value than what they’re paying for. Upsell them on more services to boost RMR,” he said. “The green line, below the red, shows customers who aren’t using their systems [as frequently]. We can reach out and try to get them more training. If we can’t do that, perhaps we can reach out and lower their prices—reduce them from a platinum package to a gold package. If we don’t, we could lose them and the RMR that goes with them.”</p>
<p>Pertinent information isn’t limited to the arming and disarming of systems; it can include the use of thermostats, locks and notifications during a certain period of time. Savage said analyzing the data from such interactive services is “very much in its infancy” in the alarm industry, presenting challenges to making well-informed decisions.</p>
<p>“It’s certainly not easy,” he said. “In my opinion, AlarmNet and Alarm.com are still struggling with finding out how to share this data in the most useful format, particularly [with] small dealers who don't have a business intelligence group. Talking to reps helps, but there is not a single answer. … I’d like to put more pressure on vendors to understand that they have to share data to make it useful.”</p> </div>
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<span property="dc:title" content="Need lower attrition? Balance price and value" class="rdf-meta element-hidden"></span>Tue, 07 May 2013 14:42:37 +0000Rich Miller16384 at http://securitysystemsnews.comhttp://securitysystemsnews.com/article/need-lower-attrition-balance-price-and-value#comments